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Director of Quality, Risk Management & Planning

Closing Date:
Open until position filled
Job Summary:

This position is responsible to drive a quality and patient safety action oriented culture where the day to day patient experience reflects the organization's vision - "outstanding care – every person, every day."  In collaboration  with Senior leaders, the Director of Quality, Risk Management and Planning will provide leadership for the strategic and operational planning priority setting and alignment; and execution of the performance measurement framework and other performance reporting processes.  The position will provide oversight for the enterprise risk management process and the existing progressive ethical program.    

Quality and Patient Safety

  • Directs and oversees the execution of service excellence that drives positive patient experiences.  Specifically, focusing the organization on reforming processes and behaviours that align with patient goals. 
  • Promotes research and best practices related to patient experiences. 
  • Provides strategic leadership to drive an action oriented quality and patient safety culture throughout the organization and with contracted service providers
  • Chairs a progressive quality and patient safety leadership staff committee whose aim is to help drive the action oriented quality culture. 
  • Provide leadership to a newly formed quality and planning team which includes a dedicated patient relations position
  • Creates structures and processes that ensures strong linkages with local MPP office staff and the quality team to ensure effective and efficient responses for local constituents
  • Provides strategic leadership to assist senior leaders and Board committees develop performance measures  e.g. annual performance measurement framework aligned to the strategic plan
  • In collaboration with senior leaders, facilitates and leads the annual Quality Improvement Plan (QIP)
  • Provides leadership for the accreditation process and for ongoing accreditation activities. 


  • Directs and provides oversight for the corporate and operational planning activities specifically:
    • Supports the Senior Director with the strategic planning activities (environmental scan, community needs assessment, strategic plan refresh) and the annual business planning process and refresh
    • Provides oversight for the internal planning tools – e.g. Eclipse that aids senior leaders and project leads with effective communication and management of strategic initiatives
  • Provide oversight for an established, progressive ethic program  
  • Develops a research process to monitor and track research initiatives underway and to share the learning's from the research findings. 

Risk Management

  • Working with senior leaders provides facilitation and oversight for the bi-yearly refresh of the enterprise risk management process
  • Provides oversight for legal process and activities within the organization



  • Master's degree in Health/Business Administration or related discipline or equivalent combination of education and experience
  • 5-7 years relevant leadership experience specific to patient relations, quality, patient safety, performance management, and risk management in a healthcare environment or equivalent combination of education and experience
  • Demonstrated operational experience with CCAC's and/or with Contracted Service Providers
  • Good knowledge of performance and quality management program requirements and methodologies - quality improvement philosophy, methods and tools, e.g., Lean, as well as national excellence standards, e.g., Accreditation Canada
  • Excellent knowledge of enterprise risk management concepts, strategies and standards
  • Strong knowledge of LHIN Integrated Health Services Plan and Multi- Sector Accountability Agreement (M-SAA) requirements
  • Solid understanding  of the evolving role of the CCACs within the healthcare sector
  • Strong knowledge of strategic and business planning practices in the healthcare sector
  • Strong knowledge of fiscal planning and management processes in the public sector environment
  • Highly developed collaboration skills
  • Exceptional presentation skills to develop reports and recommendations for the Senior team and/or Board of Directors
  • Well-developed ability to use tact, diplomacy and persuasion to achieve business objectives
  • Mentoring and coaching skills to supervise subordinate staff and provide advice and guidance to colleagues



If you are interested in this position, please submit a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, quoting posting #14/A/03 before 4:30 p.m. on March 14, 2014 to Human Resources (e-mail: We thank all applicants in advance; however, we will be communicating only with those selected for an interview.


About the CCAC

Community Care Access Centres (CCACs) connect people across Ontario with quality in‐home and community‐based health care. CCACs provide information, access to qualified care providers and community‐based services to help people come home from hospital or live independently at home.